"We strive to make you Happy!"
We now provide a no charge extended 90 day warranty period.
"We strive to make you Happy!" so please let us know if you experience any issues because we will be happy to evaluate on an individual basis.
Most products come with a Manufacturer Warranty. Due to the diverse number of suppliers and their different replacement policies, procedures and time periods, we will be happy to handle all of the Warranty claims that are confirmed to be valid by us (Within 90 days of Purchase). We will send you a replacement product upon confirming the root cause of failure after testing is completed by our technician and confirming manufacturer warranty. We deal with the manufacturer without you having to worry for the first 90 days of warranty.
All products to be returned to CANVAPE need a Customer Return Authorization Number (CRA#). Please e-mail customer service stating the product and the issue you are having with it. We will then immediately get to work about seeing what can be done and make arrangements for the return and replacement as applicable. With all the clones of true products, manufacturers now require the serial numbers of all items for warranty. Without the serial numbers they will not replace the defective items. It is a customer's responsibility to retain this information in the event of a warranty claim being required.
When shipping glass tanks or Bongs we can't warranty or cover them from being broken in shipping as Canada Post won't cover the damage of any glass items.
Due to the nature of atomizers and the nature of variable voltage devices we are unable to make warranty on atomizers. There is no warranty on cartomizers, clearomizers, tanks and tips.
Due to products that include wood, stabilized wood, simulated wood, fake wood, plastic or contain any type of pattern/design, they are not returnable based on a customer's like or dislike of the pattern/colour or any other attribute of the mentioned materials.
CanVape cannot be responsible for any warranty or replacement claims for any modifications made to Hardware or Software once it has been delivered to the customer. Software upgrades/replacement and firmware issues must be taken up with the Manufacturer directly. Also, any physical modification to any product will cause the warranty to be null and void.
Insurance Issues: Missing packages, missing items, damaged goods will be sent to Canada Post for investigation. A ticket number will be issued to the customer VIA Canada Post to follow the investigation. Once Canada Post settles the claim, CanVape will duly issue replacements under Canada Post's findings. CanVape is not responsible for any missing packages, missing items, damaged goods.
Product replacements will not be shipped out separately if the product has a retail price under $10.00 and a credit will be issued in lieu of the replacement item.
If a package is refused or not picked up by a customer, the customer is responsible for the shipping and return shipping fee of the package, as well as a 15% restocking fee.
Normal returns are accepted for 30 days after receipt of purchase as long as the item is unopened, in new condition and resaleable. Please contact support for an RMA number before you return any merchandise.
CANVAPE has no responsibility for the cosmetic condition of products. While every effort is made to ensure products are received as sent out for sale by manufacturers, we are unable to warranty cosmetic issues which do not inhibit the functionality of the product.
Customer is responsible for charges relating to shipping product back to CANVAPE for evaluation for any and all warranty claims. If product is found to have a warrantable defect, replacement product will be shipped to customer at no charge. If product is deemed not to have a warrantable defect, product can be shipped back to customer at customer's expense.
On Clearance items we do not offer warranty on items as they are marked down below cost to clear them out.
Disposable products only carry a guarantee of not being Dead on Arrival, which must be claimed within 48 hours of delivery. The disposable product, as with all warranty claims, must be returned for inspection with its original packaging and excise stamp attached (broken from opening is fine, of course). Any defects after 48 hrs we are unable to assist. Returns must be sent with tracking via Canada Post or the courier of your choice. The tracking number must be sent to support@canvape.com within 24 hours of mailing, including the original order number.
The Customer must inform us if a package is not received within 7 days of delivery notification/confirmation for us to be able to assist them in tracking and/or replacement of the package.
CanVape does not cover warranty through third party transactions, or methods of third parties to procure the products listed on our website.
Restocking fee: Due to the volume of unclaimed orders we are forced to apply a restocking fee of 15% plus shipping charges. Your purchase will be refunded less the restocking fee and any shipping charges to the method of payment on file. This does not apply to warranty returns or product returns. It is only for people that pay for their order and do not pick it up from either a post office location and it is returned to us, or at a store location within 15 days of being notified their order is ready for pickup. This restocking and shipping fee will also be applied to packages that were refused delivery or marked as ID unavailable and returned to us. If you are UNDER AGE do not order, you will not get any product and will lose 15% plus shipping charges. Seems fair right? This fee may also apply in the event of a customer wishing to do a return for a refund, as opposed to accepting an online credit, applicable to valid returns only.
Please note these policies prior to proceeding to checkout. By making purchases from CanVape and/or its representatives, the policies of CanVape as stated are inherently agreed to.
